Fanani, Muhammad Faisal (2024) Evaluasi Kesiapan Dan Penerimaan Teknologi Pengguna Dalam Menggunakan Layanan Self-Check-in Kiosk Di Bandara Internasional Soekarno-Hatta. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Industri penerbangan mengadopsi teknologi digital seperti Self-Check-in Kiosk sebagai bagian dari upaya bandara untuk meningkatkan pengalaman pelanggan dan menyederhanakan operasional. Self-Check-in Kiosk ini memungkinkan penumpang melakukan check-in untuk penerbangan mereka secara mandiri dan efisien, tanpa memerlukan konter check-in konvensional. Namun, fenomena yang sering terjadi di lapangan menunjukkan bahwa banyak pengguna masih belum menggunakan layanan teknologi digital. Akibatnya, area konter check-in di beberapa maskapai penerbangan di bandara sering dipenuhi orang.
Studi tentang bandara di negara-negara berkembang seperti Malaysia, Afrika Selatan, dan Swiss menunjukkan bahwa Self-Check-in Kiosk belum memenuhi ekspektasi pengguna. Hal yang sama terjadi juga di bandara indonesia. Data laporan SITA menunjukkan pada tahun 2022 hingga 2023, penggunaan Self-Check-in Kiosk masih dibawah 20% dari total pergerakan penumpang. Dengan demikian, penelitian ini bertujuan untuk mengisi celah penelitian dengan memeriksa kesiapan dan penerimaan pengguna terhadap penerapan teknologi baru di lingkungan bandara. Dalam penelitian ini, User Experience Technology Readiness and Acceptance Model (UX TRAM) diperkenalkan. Model penelitian dan hipotesis yang diusulkan pada penelitian ini dianalisis menggunakan pendekatan Partial Least Square-Structural Equation Modeling (PLS-SEM).
Hasil dari penelitian ini menunjukkan bahwa model penelitian yang diusulkan memiliki kekuatan explanatory bervariasi (mendekati moderat hingga substansial/tinggi), serta memiliki kekuatan prediksi yang menawarkan kinerja prediktif yang lebih baik. Berdasarkan hasil uji signifikansi dan relevansi hubungan pada penelitian ini menunjukkan bahwa model struktural yang diusulkan mayoritas bernilai signifikan, kecuali pada variabel Innovativeness dan Insecurity terhadap Perceived Ease of Use. Hasil dari evaluasi kesiapan dan penerimaan teknologi pengguna menunjukkan bahwa pada konstruk Behavioral Intention to Use memiliki daya prediksi yang medium sebesar 44,6%, konstruk Perceived Ease of Use memiliki daya prediksi medium sebesar 53,5%, dan konstruk Perceived Usefulness memiliki daya prediksi medium sebesar 73,2% terhadap penggunaan layanan Self-Check-in Kiosk di Bandara Internasional Soekarno-Hatta. Hasil penelitian ini juga dapat memberikan nilai tambah bagi business owner bandar udara di Indonesia untuk meningkatkan operasional dan pelayanan Self-Check-in Kiosk kepada pengguna jasa di bandara.
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The aviation industry adopts digital technologies such as the self-check-in kiosk as part of the airport's efforts to improve the customer experience and simplify operations. This self-check-in kiosk allows passengers to check in for their flights independently and efficiently without needing a conventional check-in counter. However, frequent observations in the field suggest that many users are still not utilizing digital technology services. As a result, the check-in counter area at some airlines at the airport is often crowded with people.
Studies of airports in developing countries such as Malaysia, South Africa, and Switzerland show that self-check-in kiosks have not met the expectations of users. Data from the SITA report indicates that between 2022 and 2023, the use of self-check-in kiosks will still be below 20% of total passenger traffic. Thus, the study aims to fill the research gap by examining the readiness and acceptance of users for the application of new technologies in the airport environment. In this study, the User Experience Technology Readiness and Acceptance Model (UX TRAM) was introduced. The research model and the hypothesis proposed in this study were analyzed using the partial least squares structural equation modeling approach. (PLS-SEM).
The results of this study show that the proposed research model has varying explanatory strengths (near moderate to substantial/high) as well as predictive strengths that offer better predictable performance. Based on the results of the significance and relevance tests of the relationship, this study shows that the proposed structural model has a majority of significant value, except for the variables Innovativeness and Insecurity versus Perceived Ease of Use. Results from the evaluation of readiness and acceptance of user technology show that in the construction, behavioral intention to use has a medium predictive power of 44.6%, and perceived ease of use has a medium prediction power of 53.5%. Perceived usefulness has a medium predictable power of 73.2% against using the self-check-in kiosk service at Soekarno-Hatta International Airport. The results of this research can also provide added value for business owners of airports in Indonesia to improve operational and self-check-in kiosk services for airport users.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Kesiapan Teknologi, Penerimaan Teknologi, Self-Check-in Kiosk dan Self-Check-in Kiosk, Technology Acceptance, Technology Readiness |
| Subjects: | T Technology > T Technology (General) > T58.62 Decision support systems |
| Divisions: | Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Informatics Engineering > 55101-(S2) Master Thesis |
| Depositing User: | Muhammad Faisal Fanani |
| Date Deposited: | 13 Aug 2024 02:20 |
| Last Modified: | 13 Aug 2024 02:20 |
| URI: | http://repository.its.ac.id/id/eprint/113859 |
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